Call Center Manager in Columbia, SC at Teleperformance US

Date Posted: 7/3/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Columbia, SC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    7/3/2019

Job Description

  • Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
  • Assume accountability for the delivery of value-adding operations management services in support of approximately 500 call center agents, technology professionals, and project managers.
  • Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • Oversee center-wide human resource recruiting, training, development and retention.
  • Manage and develop center Project Management, human resources, training, facilities, and IT staff.
  • Participate as a value-adding member of the Teleperformance USA management team.
  • Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.
  • Develop and manage the operating budget for the specific call center operation.
  • Perform other related duties and assignments as required.
  • Thrive as a team player in a fast-paced, high-energy, change-oriented environment.

Job Requirements

EXPERIENCE

  • Must have minimum of 5 years management experience, preferably higher than a supervisor level
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
  • Experience managing operations with greater than 500 staff
  • Excellent oral and written communication skills.

EDUCATION

  • College degree is preferred but not required
  • Experience with strategic initiative development and implementation
  • Experience supporting multiple disciplines in a consultative fashion
  • Strong analytical skills and the ability to drive change and manage long-term projects
  • Experience supporting operations with greater than 500 staff
  • Excellent oral and written communication skills, as well as outstanding interpersonal skills

TRAVEL

Training among call centers required – approximately 20% travel to other call center locations

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